Support Program Manager

We are looking for a hands-on Support Program Manager to lead the operational support model behind our companys hybrid AI + human assistant experience.
This role will manage the dedicated Edge support operation across concierge workflows, AI escalation handling, lifecycle orchestration, booking validation, and proactive traveler support. The ideal candidate combines strong operational rigor with customer obsession and the ability to build scalable service workflows for an AI-native product.
What You'll Do
Lead the dedicated our company support operation and agent workflows
Define and maintain service standards, SLAs, and escalation logic
Manage AI-to-human support orchestration and concierge handoffs
Oversee booking validation, offline operational tasks, and QA routines
Coordinate lifecycle messaging and proactive traveler workflows
Monitor support KPIs, operational health, and customer experience quality
Partner closely with Product, Engineering, Operations, and AI teams
Drive enablement, process improvements, and Edge-specific tooling needs
Ensure consistent Edge tone, personalization, and service quality across all traveler interactions
Support operational readiness for new product launches and Lines of Business expansion.